Description
Course Name: Certificate in Customer Relationship Executive
Course Id: CCRE/Q0101.
Eligibility: 10+2 (Higher Secondary) or equivalent is required.
Objective: The objective of the Certificate in Customer Relationship Executive course is to equip learners with the knowledge and skills necessary to manage and maintain strong relationships with customers across industries. The course covers essential areas such as customer service principles, communication techniques, complaint handling, CRM (Customer Relationship Management) software usage, client follow-ups, and feedback collection.
Duration: Three Months.
How to Enroll and Get Certified in Your Chosen Course:
Step 1: Choose the course you wish to get certified in.
Step 2: Click on the “Enroll Now” button.
Step 3: Proceed with the enrollment process.
Step 4: Enter your billing details and continue to course fee payment.
Step 5: You will be redirected to the payment gateway. Pay the course and exam fee using one of the following methods:
Debit/Credit Card, Wallet, Paytm, Net Banking, UPI, or Google Pay.
Step 6: After successful payment, you will receive your study material login ID and password via email within 48 hours of fee payment.
Step 7: Once you complete the course, take the online examination.
Step 8: Upon passing the examination, you will receive:
• A soft copy (scanned) of your certificate via email within 7 days of examination.
• A hard copy (original with official seal and signature) sent to your address within 45 day of declaration of result.
Step 9: After certification, you will be offered job opportunities aligned with your area of interest.
Online Examination Detail:
Duration- 60 minutes.
No. of Questions- 30. (Multiple Choice Questions).
Maximum Marks- 100, Passing Marks- 40%.
There is no negative marking in this module.
| Marking System: | ||||||
| S.No. | No. of Questions | Marks Each Question | Total Marks | |||
| 1 | 10 | 5 | 50 | |||
| 2 | 5 | 4 | 20 | |||
| 3 | 5 | 3 | 15 | |||
| 4 | 5 | 2 | 10 | |||
| 5 | 5 | 1 | 5 | |||
| 30 | 100 | |||||
| How Students will be Graded: | ||||||
| S.No. | Marks | Grade | ||||
| 1 | 91-100 | O (Outstanding) | ||||
| 2 | 81-90 | A+ (Excellent) | ||||
| 3 | 71-80 | A (Very Good) | ||||
| 4 | 61-70 | B (Good) | ||||
| 5 | 51-60 | C (Average) | ||||
| 6 | 40-50 | P (Pass) | ||||
| 7 | 0-40 | F (Fail) | ||||
Key Benefits of Certification- Earning a professional certification not only validates your skills but also enhances your employability. Here are the major benefits you gain:
Practical, Job-Ready Skills – Our certifications are designed to equip you with real-world, hands-on skills that match current industry demands — helping you become employment-ready from day one.
Lifetime Validity – Your certification is valid for a lifetime — no renewals or expirations. It serves as a permanent proof of your skills and training.
Lifetime Certificate Verification – Employers and institutions can verify your certification anytime through a secure and reliable verification system — adding credibility to your qualifications.
Industry-Aligned Certification –All certifications are developed in consultation with industry experts to ensure that what you learn is current, relevant, and aligned with market needs.
Preferred by Employers – Candidates from ISO-certified institutes are often prioritized by recruiters due to their exposure to standardized, high-quality training.
Free Job Assistance Based on Your Career Interests – Receive personalized job assistance and career guidance in your preferred domain, helping you land the right role faster.
Syllabus:
Module 1: Introduction to Customer Relationship Management (CRM): Role and importance of customer relationship executives, Overview of customer lifecycle and touchpoints, Key principles of relationship marketing, Understanding customer needs and expectations, Building trust and loyalty through service, Overview of CRM tools and platforms, Importance of first impressions, Role of CREs in different industries (banking, retail, hospitality), Basic customer segmentation, Ethics and integrity in customer interactions.
Module 2: Communication and Interpersonal Skills: Verbal and non-verbal communication techniques, Active listening and empathy building, Professional telephone etiquette, Written communication for emails and messages, Use of positive and polite language, Body language and grooming standards, Conflict resolution through communication, Cross-cultural sensitivity in customer service, Clarity, tone, and pace in conversations, Building rapport with customers.
Module 3: Customer Service Process and Handling Complaints: Customer service workflow and SOPs, Identifying pain points and addressing issues, Managing angry or difficult customers, Escalation protocols and service recovery, Documentation and follow-up of complaints, Real-time resolution skills, Time management during customer calls, Feedback collection and its importance, Enhancing customer satisfaction (CSAT), Maintaining service quality standards.
Module 4: CRM Tools and Technology: Basics of Customer Relationship Management software, Maintaining and updating customer profiles, Logging service requests and complaints, Using dashboards and reports for analysis, Appointment and reminder systems, CRM integration with email, SMS, and call tools, Data accuracy and privacy guidelines, Digital communication platforms (chat, WhatsApp, bots), Ticketing systems and CRM workflows, Troubleshooting basic technical issues in CRM.
Module 5: Sales Support and Cross-Selling: Assisting in upselling and cross-selling, Understanding product/service features and benefits, Handling objections and queries confidently, Coordination with internal teams for service delivery, Explaining offers, promotions, and policies, Following sales scripts and pitches, Identifying customer buying signals, Assisting in onboarding and KYC collection, Building long-term client relationships, Tracking follow-ups and conversions.
Module 6: Work Ethics and Career Development: Professionalism and workplace discipline, Time and stress management, Goal setting and performance tracking, Resume writing and interview preparation, Teamwork and peer collaboration, Personal presentation and grooming, Emotional intelligence at work, Continuous learning and feedback, Code of conduct and integrity, Career pathways in customer service industry.
